Open Water - Operational Code Open Water Operational Code

Transcription

1 Open Water - Operational Code Open Water Operational Code 2017

2 Dŵr Cymru Welsh Water 2 Contents 1 Introduction 6 2 Open Water 6 3 Area of operation 7 4 Wholesale Service Centre 8 5 Network Access Code Water Trading 9 6 Open Market Codes Service Request 9 7 New Connections Service Request Application to be registered as the Retailer at a newly connected supply point (Process A6 - Form A/05) 10 8 Metering Service Request Meter Installation Meter installation performed by DCWW (Process B1 - Form B/01) Meter Accuracy Meter accuracy testing performed by DCWW (Process B3 - Form B/01) Replacement of a Faulty Meter Meter replacement performed by DCWW (Process B5 - Form B/01) Request from the retailer for a change of the meter size, model or location performed by DCWW (Process B7 - Form B/01) DCWW wishes to install a new meter or to change a non-faulty meter (Process B10) Retailer request for wholesaler to carry out meter read for a non-market meter pending transfer or allocation of a supply point (Process B11 - Form B/03) Cross Border Meters DCWW Metering Meter Replacement Meter Accuracy Testing Meter Readings by Retailers or Third Party Contractors Data Loggers Installing loggers on DCWW assets Access to Meter Usage Data 14 9 Confirmation and verification of Supply Arrangements Service Requests Verification of Meter details or Meter supply Arrangements (Process C1 - Form C/01) Gap Sites Identified by DCWW (Process C2) Gap Sites Proposed by the Retailer (Process C3 - Form C/02) Missing Service Components identified by DCWW or the Retailer (Process C4 - Form C/02) Deregistration of a Supply Point (including as a result of an error in Registration or a change of circumstance) or removal of Service Components at the request of DCWW (Process C5) Application in respect of Deregistration of a Supply Point (including as a result of an incorrect or erroneous registration or a change of circumstance) or removal of Service Components at the request of the Retailer (Process C6 - Form C/03) 16

3 Open Water - Operational Code Retailer requested amendment to Valuation Office Agency Billing Authority reference or Unique Property Reference Number at a Supply Point (Process C7 - Form C/04) Error Rectification and Retrospective Amendments Process Description (CSD 0105 Section 3) Market Operator Data Correction (CSD 0105 Section 4) Vacancy Change Application (CSD 0105 Section 5) Data Correction Transactions (CSD 0105 Section 6) Occupancy Back Dating Planned Activities and Affected Services Notification of capital works having an effect on Non-Household Customers long term planning (process D1) Short-term planned activities (process D2) Reactive Activities (process D3) DCWW Planned Activities & Affected Services Updates to Planned Work and Affected Services Service Request hour Contact Arrangements Identification of Sensitive Customers (process E1) Maintenance and implementation of DCWW Public and Non-Public Health Related Site Specific Arrangements for managing events and incidents potentially affecting public health (process E2) Unplanned changes to supply of Water Services and/or Sewerage Services (Process E3) Drinking water quality incidents (Process E4) Droughts or dry weather conditions (Process E6) Emergencies (Process E7) DCWW Unplanned Events and Incidents Incident Management Notification Monitoring, Investigation, Complaints and Enquiries Service Request Unannounced and/or unplanned visits to Eligible Premises, e.g. to conduct water sampling or to monitor compliance with the Water Fittings Regulations (Process F1) Announced planned visits to Eligible Premises e.g. to monitor compliance with Water Fittings Regulations (Process F2) Visits by DCWW to Eligible Premises not covered by other processes (Process F3) Non-Household Customer enquiries Enquiries received by DCWW (Process F4A - Form F/01) Enquiries received by the Retailer (Process F4B) Non-Household Customer complaints (Process F5 - Form F/02) Water Fittings Regulations enquiries and notifications (Process F6) Enquiries received by DCWW Enquiries received by the Retailer 23

4 Dŵr Cymru Welsh Water DCWW Monitoring, Investigation, Complaints and Enquiries Water Quality Incidents Response to Water Fittings Regulation Breaches Allowances Application for an allowance and/ or volumetric adjustment or DCWW notice of change of allowance (Process H1 - Form H/01) Retailer review and/or application for an allowance and/or volumetric adjustment from DCWW DCWW notice of review of or change to any allowance(s) DCWW notice of change in tariff applied to a service component (Process H4) Retailer application for change in tariff applied to a service component (Process H5 - Form H/04) Application for payment of gap site incentive (Process H6 - Form H/05) Application for payment of vacant premises incentive (Process H7 - Form H/06) Disconnections Disconnection requested by the retailer and performed by DCWW in relation to non-household customer non-payment (Process I1 - Form I/01) Temporary Disconnections Permanent Disconnections Disconnection performed by DCWW for illegal use (Process I3) Disconnection performed by DCWW for breach of Water Fittings Regulations (Process I4) Disconnection requested by the Non-Household Customer and performed by the Wholesaler (Process I5 - Form I/02) Gaining entry to an Eligible Premises for the purposes of Disconnection using the Wholesaler s powers of entry at Retailer request (Process I7 - Form I/03) Reconnection requested by the Retailer and performed by the Wholesaler (Process I8 - Form I/04) Reconnection requested by the Retailer and performed by an Accredited Entity (Process I9 - Form I/04) Reconnection performed by the Wholesaler following rectification of a breach of Water Fittings Regulations (Process I10 - Form I/04) Reconnection performed by the Wholesaler following a Disconnection requested by the Non-Household Customer (Process I11 - Form I/04) Commercial and Financial Debt Management GSS Service Request Data Protection Back Billing Follow on Work Lead Pipes Appointments APPENDICES New Connections Codes Effective from 1st October

5 Open Water - Operational Code Pre-application enquiries in relation to a new connection or connections (Process A1 - Form A/01) New connection to the Wholesaler s Water Supply System for domestic purposes (Process A2 - Form A/02) New connection to the Wholesaler s Water Supply System for non-domestic purposes (including Building Water) (Process A3 - Forms A/02 & A/03) New connection to the Wholesaler s Sewerage System (Process A4 - Form A/04) Pre-application technical assistance provided by the Wholesaler at the Retailer s request (Process A5 - Forms A/02, A/03, A/04) Trade Effluent Trade Effluent enquiry received by DCWW (Process G1 Form G/01) Application for and grant of Trade Effluent Consent and re-activation of discontinued Trade Effluent Consent (Process G2 Form G/02) Variation of Trade Effluent Consents (Process G3 Form G/02) Trade Effluent monitoring (Process G4) Routine sampling visits Non-routine sampling visits Discontinuation of Trade Effluent Consent (Process G5 Form G/02) Termination of Trade Effluent Consent (Process G6) Trade Effluent Meter Activities (Process B12 B14) Installing Private Meters necessary for the calculation of Primary Charges for Trade Effluent Services, or Trade Effluent Services and Foul Sewerage Services Testing, repairing, and replacing Private Meters necessary for calculation of Primary Charges for Trade Effluent Services, or Trade Effluent Services and Foul Sewerage Services Exchanging Private Meters necessary for calculation of Primary Charges for Trade Effluent Services, or Trade Effluent Services and Foul Sewerage Services Service Request Known common hazards which need to be controlled, when working in or near DCWW s meter chambers and associated apparatus Standard terms and conditions for the installation of a Retailer s or Business Customer s Data Logger on DCWW s Apparatus 41

6 Dŵr Cymru Welsh Water 6 1. Introduction This Open Water Operational Code aims to provide additional information to Retailers who have entered a Wholesale Contract for Wholesale Services with Dŵr Cymru Welsh Water (DCWW) in relation to additional services that we are able to provide you with and to explain the specific operational context within which we operate. In particular, it sets out: The details of our services and how we will work with you in providing services, including the responsibilities and service levels of both parties; An explanation of which services you can request, and how; Clarification of which services have discrete charges as detailed in our Wholesale Tariff document At present DCWW does not offer any Accredited Entity Schemes and currently sewerage services and trade effluent are not in the market in Wales. This may change in the future and should this happen we will update this document accordingly. DCWW is committed to meeting the aims of Competition Law, and meeting the requirements of Condition R of our licence (i.e. prevention of unfair discrimination, unfair advantage and undue preference) is a key element of this. We treat all customers of our water and sewerage services fairly, whether their Retail service is provided by DCWW or a third party Retailer. We are committed to ensuring that all Retailers serving customers with a site that is eligible for competition, including DCWW s competitive retail division dealing with these customers (the Commercial Retail Team), access DCWW s Wholesale services in the same way (i.e. via the Wholesale Service Centre) and receive the same level of service so as to ensure that no undue preference or unfair commercial advantage is conferred on the Commercial Retail Team. For more information please see our Compliance Code available here: Compliance Code Document We will review this Code on a regular basis, and update it as necessary to take into account revised guidance, market arrangements or changes within DCWW and/or the market framework. If you have any questions in relation to accessing DCWW s network or entering a Wholesale Contract for Wholesale Services please contact DCWW s Wholesale Service Centre (at wholesaleservicecentre@dwrcymru. com or on ). If you have any comments or observations in relation to this Open Water Operational Code please contact Kate Newton, our Competition Solicitor (at kate.newton@ dwrcymru.com or on ). 2. Open Water Since 1 April 2017, all non-household customers of water and sewerage services served by companies based wholly or mainly in England have been able to choose their Retailer for water (i.e. the water supply threshold of 5Ml per annum has been removed) and sewerage. In Wales there is no change to the Retail market in areas supplied by water and sewerage companies based wholly or mainly in Wales, so the Retail market in DCWW s area of operation remains limited to the water supply to non-household customer sites using more than 50ML of water per annum. A key aim of Open Water is to create a level playing field for third party Retailers in the form of licensed water suppliers looking to provide water or sewerage services to non-household customers in competition with the Retail arms of incumbent water companies (i.e. so that they are able to compete as effectively as the incumbent Retail service providers).

7 Open Water - Operational Code Although Retail competition in Wales is limited to the supply of water services for customers who use over 50Ml of water at a site (and not sewerage services), DCWW fully supports Open Water and aims to achieve the best outcomes for customers in general. The market arrangements, systems and codes that have been developed by Open Water, MOSL and Ofwat provide the framework for achieving this aim. 3. Area of operation DCWW is the sixth largest of the ten regulated water and sewerage companies in England and Wales. Responsible for providing over three million people with a continuous, high quality supply of drinking water and for taking away, treating and properly disposing of the wastewater that is produced, DCWW is fully committed to delivering best quality service at least possible cost. Since 2001, DCWW has been owned, financed and managed by Glas Cymru. Unique in the water and sewerage sector, Glas Cymru is a company limited by guarantee and as such has no shareholders. DCWW is therefore a not-for-profit company. DCWW s boundary map Holyhead Llandudno Rhyl Bangor Mold Pwllheli Dolgellau Wrexham Water region boundary Sewerage region boundary Aberystwyth Cardigan Fishguard Brecon Carmarthen Haverfordwest Merthyr Tydfil Llanelli Swansea Chepstow Bridgend Newport Cardiff Hereford Monmouth

8 Dŵr Cymru Welsh Water 8 4. Wholesale Service Centre DCWW s Wholesale Service Centre provides the interface between any Retailers acting on behalf of sites open to competition and DCWW s Wholesale business in order to ensure that all Retailers access DCWW s Wholesale services in the same way, using the same communication channels and receive an equivalent level of service. This is a key way in which DCWW is supporting a level playing field for out of area competitors and new entrants looking to provide Retail services currently provided by DCWW s Commercial Retail Team. This is achieved by the following steps: The Wholesale Service Centre is the point of contact for scheduling all Wholesale services (i.e. operational) jobs for customers with eligible sites following receipt of relevant information from the Retailer; The Wholesale Service Centre is the point of contact for receiving and handling all inset appointment and bulk supply enquiries; The Wholesale Service Centre is the point of contact for dealing with the handling and provision of all operational value-added services for all eligible customers whether delivered by the Commercial Retail Team or a third party Retailer; The Wholesale Service Centre is the point of contact for handling all requests for information from Wholesale businesses on the borders of our supply area associated with the operation of the non-household retail market. DCWW s Wholesale charges are available here: Wholesale Charges Any Retailer who wants to enter a Wholesale Contract for Wholesale Services with DCWW, or has other enquiries in relation to accessing DCWW s network should contact DCWW s Wholesale Service Centre at: Wholesale Service Centre Dŵr Cymru Welsh Water PO Box 3164 Cardiff CF30 0FF wholesaleservicecentre@dwrcymru.com Telephone: Network Access Code The Water Industry Act 1991 (as amended) ( WIA 1991 ) permits a licensed water supplier access to a water undertaker s supply system in order that the Licensee may supply water to eligible premises. Condition R of a water undertaker s Conditions of Appointment requires every water undertaker to publish an access code setting out the basis upon which it will permit access to its supply system. DCWW s Access Code provides guidance to Licensees who are seeking access to or use of DCWW s water supply system to provide wholesale and/or combined services. A wholesale service is a supply of water by DCWW to a Licensee for the Licensee to supply water to its eligible customers premises. A combined service occurs where a Licensee introduces water into DCWW s water supply system and the Licensee supplies water to its eligible customers premises. DCWW s Network Access Code is available at: DCWW Network Access Code Any queries in relation to DCWW s Access Code, DCWW s indicative access prices, or in relation to the water supply licensing regime generally should be directed to DCWW s Wholesale Service Centre (see contact details above).

9 Open Water - Operational Code Water Trading In February 2016, DCWW published its Water Trading and Procurement Code. It was the first such code to be approved by Ofwat. The code sets out DCWW S approach to water trading, and explains how DCWW ensures that any water trading benefits the environment and DCWW s customers. The current copy of the Water Trading and Procurement Code is available here: Water Trading and Procurement Code 6. Open Market Codes DCWW will comply with the requirements set out in the Market Architecture Plan (MAP). Current versions of the MAP (including the Wholesale-Retail Code and Market Arrangements Code, together the Market Codes ) are available at: Market Codes As set out in the Market Codes, a notice, form or other written communication shall be treated as received as below: A Business Day is defined as the period between 8:00am and 6:00pm on any day except Saturday, Sunday and Bank Holidays. Unless otherwise specified, where the start of a period of time is defined by reference to an event or act, it shall begin in the Business day (BD) or Calendar Day (as applicable) after the event or act first occurred or is to occur. Unless otherwise specified, where a notice, form or other written communication must be given in advance of an event or act, the period of time shall be calculated as beginning on the Business day or Calendar day (as applicable) before the event or act is due to occur. All of our online forms are available here: DCWW Online Forms 6.1 Service Request Any service requested from the Wholesale Tariff Document must be submitted by a Retailer using a recognised communication method (i.e. bilateral form sent in electronic or manual format). Service requests made by telephone will not be accepted. A standard request accepted by DCWW will be deemed authorised by the Retailer, granting authority to DCWW to complete any works necessary and recharge any relevant costs to the Retailer. Where the work is non-standard a quotation will be provided prior to the work being completed. Time of sending By Post Electronically During a Business Day On the next Business Day On the same Business Day Outside of a Business Day On the second Business Day after posting On the next Business Day

10 Dŵr Cymru Welsh Water New Connections Significant parts of the Market Codes affecting DCWW s Developer Services activities have been suspended until 1st October 2018 at which point they will come into force automatically. The Market Codes that come into effect on 1st October 2018 are set out in the Appendices to this Code. Until that date this standard only relates to Process A6 contained in the Market Codes. 7.1 Service Request Any service requested from the Wholesale Tariff Document must be submitted by a Retailer using a recognised communication method (i.e. bilateral form sent in electronic or manual format). Service requests made by telephone will not be accepted. A standard request accepted by DCWW will be deemed authorised by the Retailer, granting authority to DCWW to complete any works necessary and recharge any relevant costs to the Retailer. Where the work is non-standard a quotation will be provided prior to the work being completed 7.2 Application to be registered as the Retailer at a newly connected supply point (Process A6 - Form A/05) Once DCWW receives a form for a Retailer to be registered at a newly connected supply point DCWW may either: accept the form; or, reject the form. No less than three (3) Business Days before the estimated date of connection DCWW will notify the Market Operator (Market Operator as defined within the Market Arrangements Code) in accordance with a request to register a new supply point. Within five (5) Business Days of a connection having been made, DCWW with notify the Market Operator in accordance with the Market Terms. 8. Metering 8.1 Service Request Any service requested from the Wholesale Tariff Document must be submitted by a Retailer using a recognised communication method (i.e. bilateral form sent in electronic or manual format). Service requests made by telephone will not be accepted. A standard request accepted by DCWW will be deemed authorised by the Retailer, granting authority to DCWW to complete any works necessary and recharge any relevant costs to the Retailer. Where the work is non-standard a quotation will be provided prior to the work being completed 8.2 Meter Installation Meter installation performed by DCWW (Process B1 - Form B/01) On receipt of a meter installation request, DCWW will arrange an appointment with the Retailer or where permission has been granted by the Retailer; directly with the non-household customer, in order to complete a site survey within seven (7) Business Days of receipt of form B/01 to establish if it is feasible to install a meter. If the meter installation is standard, during the site visit DCWW will either; Install the meter without delay; or Agree a future date with the retailer and / or customer for the meter installation to be completed within twenty two (22) Business Days of receipt of request. No later than eight (8) Business Days following receipt of form B/01 DCWW will notify the Retailer if the meter installation was: standard and, if so, whether the meter was installed at the time of the site survey; not feasible or practical and provide an explanation; or non-standard (and if so a quotation will be provided for the meter installation cost).

11 Open Water - Operational Code For non-standard installations and if the Retailer accepts DCWW s quotation within three (3) months of date of issue, DCWW will perform the installation within twenty two (22) Business Days of receipt of the quotation acceptance. Where the Retailer does not accept DCWW s quotation within three (3) months from the date of issue, the quotation may lapse and DCWW may require this process to be restarted. Within five (5) Business Days of meter installation, DCWW will notify the Market Operator of the details of the meter, in accordance with the Market Terms. 8.3 Meter Accuracy Meter accuracy testing performed by DCWW (Process B3 - Form B/01) A request for a meter accuracy test may be required by: a Retailer or other Wholesaler submitting form B/01; an arbitration tribunal or trading disputes committee; or otherwise on DCWW s own initiative, If a request for a meter accuracy test is made within three (3) months of the same meter being tested, DCWW may decline the request. Depending on who has initiated the request DCWW shall notify any other interested parties (i.e. the Retailer or any other Wholesaler) that it intends to carry out a meter accuracy test. Establishing the work A site survey will be carried out by DCWW within ten (10) Business Days of receipt of the request by prior arrangement with the Retailer or with the non-household customer directly, where consent has been given from the Retailer. Completing the work Within twenty two (22) Business Days of receiving the request DCWW will visit the eligible premises and replace the meter, the old meter will be sent for external testing at an approved centre. Within five (5) Business Days of the replacement of the meter, DCWW shall notify the Market Operator. Within twenty two (22) Business Days of the removal of the meter DCWW will notify the Retailer, together with any other party that has requested the test (or other Wholesaler) of the test results. Depending on the outcome of the test results DCWW shall notify the Market Operator of any volumetric adjustments which need to be applied Replacement of a Faulty Meter Meter replacement performed by DCWW (Process B5 - Form B/01) If DCWW instigates a replacement of a meter, DCWW will notify the Retailer that a fault has been identified, if a Retailer notifies DCWW that a meter is faulty this will be done by submission of form B/01. DCWW will visit the premises by prior engagement with the Retailer or with the nonhousehold customer directly where permission to do so has been granted by the Retailer to facilitate the replacement of the meter within twenty two (22) Business Days or inform the Retailer if it considers the meter to be working properly. Within five (5) Business Days of the date of any meter replacement, DCWW will notify the Market Operator of the final reading on the old meter and any required volumetric adjustment and the new meter details Request from the Retailer for a change of the meter size, model or location performed by DCWW (Process B7 - Form B/01) The Retailer shall make a request to DCWW for a change of a meter by submitting form B/01.

12 Dŵr Cymru Welsh Water 12 The Retailer s requested change will be reviewed and if DCWW declines the retailer s request a reasonable justification for why the request has been declined will be provided. DCWW will survey the premises by prior arrangement with the retailer or directly with the non-household customer if the retailer has granted permission to do so. On the visit DCWW will either: Arrange for the meter to be removed and the installation of the replacement meter without delay, and in any event within twenty two (22) Business Days of its receipt of the request; Or Where the change of meter is nonstandard; DCWW shall, within ten (10) Business Days of receipt of the request from the Retailer provide the Retailer with a quotation for the meter replacement. This quotation will be valid for three (3) months. Where the change of the meter is nonstandard and the retailer has accepted the quotation within three (3) months, DCWW shall continue with meter replacement within twenty two (22) Business Days of quotation acceptance. Within five (5) Business Days of the date of the meter replacement, DCWW will notify the Market Operator of the final meter reading and the new meter details, in accordance with the Market Terms as set out within the Wholesale-Retail Code DCWW wishes to install a new meter or to change a non-faulty meter (Process B10) If DCWW wish to install a new meter or replace an existing meter, DCWW shall notify the Retailer, giving twenty two (22) Business Days advance notice. The notification shall include; the SPID reference and meter serial number, proposed model and location, together with the reasons for requiring the installation or change of meter. The Retailer may notify DCWW where it wishes a meter of a different model and/or in a different location to that proposed by DCWW, and DCWW will consider the request. DCWW shall arrange the meter installation / replacement with the Retailer, or with the non-household customer directly where permission has been granted for the work to be completed. Within five (5) Business Days of the date of the meter replacement, DCWW will notify the Market Operator of the final meter reading and the new meter details, in accordance with the Market Terms Retailer request for DCWW to carry out a meter read for a non-market meter pending transfer or allocation of a supply point (Process B11 - Form B/03). The Retailer will complete and submit form B/03 to DCWW and following receipt DCWW will take a reading of the non-market meter. Within two (2) Business Days of the date in which the meter read was undertaken, DCWW shall notify the Market Operator, in accordance with the market terms. 8.5 Cross Border Meters DCWW has arrangements in place with neighbouring Wholesalers to ensure that the relevant information is provided to them within the required timescale where customers are in the market for sewerage but not for water 8.6 DCWW Metering This section refers to standards DCWW applies over and above the Market Codes Meter Installation Where practicable, all non-household properties are required to be metered. DCWW can refuse a Retailer or a non-household customer s request to install a meter if it would be impractical or too expensive to do so. This may be because:

13 Open Water - Operational Code There is more than one supply of water to the property; The property is on a shared supply; The pipework inside the property is inaccessible, obstructed or in poor condition; The company is not able to find a suitable place to fit the meter internally or externally; or The premises has access to communal facilities or a shared hot water supply. DCWW will choose the meter location. Requests can be made for the meter to be installed in a different location, but the Retailer or non-household customer may be required to cover the difference in costs. If the property is more than 50 metres from DCWW s main distribution pipe, DCWW must install the meter at the start of the supply pipe (usually at the highway boundary). Water Meters are the property of DCWW and under Section 175 of the Water Industry Act 1991, Retailers and non-household customers are not authorised to remove or interfere with DCWW meters, or instruct another entity to do so. It can be a criminal offence to interfere with, wilfully damage or remove the meter and can result in a large fine if convicted. If a meter is removed unlawfully and the non-household customer refuses to have it refitted, DCWW can fit an external meter at the property. If DCWW has to do this, the non-household customer may be liable for the cost. The meter should also not be obstructed or boxed in as this may prevent DCWW from being able to take a reading or carry out any maintenance work. If this happens, DCWW may have to remove or cut away the boxing so that a meter reading can be taken Meter Replacement DCWW will not replace a meter at its own cost if an outreader, or cable to radio pad, is broken. DCWW will only replace a meter at its own cost if the meter cannot be visually read Meter Accuracy Testing If a meter accuracy test is requested by the retailer and tests confirmed the meter to be recording outside of the prescribed limits, DCWW will not charge for the test. If the meter is found to be faulty DCWW will review the charges previously raised and where appropriate an adjustment to the charges will be made. If the meter test shows the meter was recording within the prescribed limits. DCWW will recharge the appropriate charges as detailed in DCWW s Wholesale Tariff Document Meter Readings by Retailers or Third Party Contractors Where a Retailer undertakes the meter read of their non-household customers meter or instructs a third party contractor on their behalf DCWW are not responsible for the actions of the Retailer or their contractors. It is DCWW s view that no entry will be required into the meter chambers by Retailers or third part contractors to undertake the meter reading as DCWW use non-intrusive meter reading equipment which mitigates the H&S risk of entering confined spaces. Should a Retailer or third party contractor need to access a meter chamber they should be aware of the risk involved in undertaking this work and carry out an appropriate risk assessment. A list of known common hazards which need to be controlled, when working in or near DCWW meter chambers and associated apparatus is included in the Appendices Section 18.

14 Dŵr Cymru Welsh Water Data Loggers Installing loggers on DCWW assets Retailers, third parties or customers may request to install a data logger on a DCWW asset. DCWW s terms and conditions in relation to this are detailed in the Appendices Section Access to Meter Usage Data Retailers or customers may request access to online data logger information from a DCWW Data logger. DCWW s terms and conditions in relation to this are detailed in the Appendices Section Confirmation and verification of Supply Arrangements 9.1 Service Requests Any service requested from the Wholesale Tariff Document must be submitted by a Retailer using a recognised communication method (i.e. bilateral form sent in electronic or manual format). Service requests made by telephone will not be accepted. A standard request accepted by DCWW will be deemed authorised by the Retailer, granting authority to DCWW to complete any works necessary and recharge any relevant costs to the Retailer. Where the work is non-standard a quotation will be provided prior to the work being completed 9.2 Verification of Meter details or Meter supply Arrangements (Process C1 - Form C/01) Either: the Retailer will make a request to DCWW to verify meter details or supply arrangements by submitting form C/01; or: DCWW may instigate a query of data on its records and where they may be inaccurate, shall notify the Retailer that DCWW intends to undertake a physical verification. On receipt of form C/01 or at its own instigation DCWW shall arrange a planned visit to the premises to inspect the meter details and/or supply arrangements on a date and time agreed either through the Retailer (who may be present at the time of the visit) or directly with the Non Household Customer if consent has been provided. If the Retailer has requested the verification, DCWW will notify the Retailer of the findings of the visit within 10 BD of its receipt of the Retailer s request and where DCWW initiated the visit, the Retailer shall be notified of the findings within 5BD of the visit. If corrections are required for additional supply points not detailed in form C/01 or properties are registered to other Retailer(s) within ten (10) Business Days of advising the Retailer of this, DCWW will undertake additional desk analysis and surveys and issue a plan of data corrections to the Retailer/other Retailer(s)/ other Wholesaler. Within ten (10) Business Days of receiving any comments, queries or objections from the Retailer, DCWW will either: Revise plans in line with comments received, implementing the revised plan of data corrections, notifying the Retailer/other Retailer(s)/other Wholesaler: or Propose a new plan of data corrections, implementing the revised plan of data corrections, notifying the Retailer/other Retailer(s)/other Wholesaler; or Provide the Retailer with reasons for continuing with the original plan, of data corrections, implementing the original plan of data corrections, notifying the Retailer/ other Retailer(s)/other Wholesaler. Within two (2) Business Days of completing a data correction plan or verification of data supplied on the relevant form, DCWW will notify the Market Operator (where appropriate) in accordance with maintaining Supply Point

15 Open Water - Operational Code Identification data/error rectification and retrospective amendments. Where a site visit has been carried out at the request of the Retailer and the details held by the Market Operator were found to be correct, DCWW will issue an invoice to the Retailer in accordance with the Wholesale Tariff Document. 9.3 Gap Sites Identified by DCWW (Process C2) DCWW will confirm a gap site if it is within DCWW s area or comes under DCWW s responsibility. DCWW will write to the non-household customer informing them that the water supply for their eligible premises/service category shall be registered and set out the relevant options. If DCWW is not responsible for sewerage at the site DCWW will confirm with the other Wholesaler that the property is a gap site. Within twenty two (22) Business Days of writing to the non-household customer, DCWW may visit the premises to confirm the services at the supply point, and survey / install a meter if required. Within two (2) Business Days of the conclusion of the twenty two (22) business day period above, DCWW will notify the Market Operator in accordance with the Market Terms with a request to register a new supply point and maintain supplier point identification data where appropriate. 9.4 Gap Sites Proposed by the Retailer (Process C3 - Form C/02) Upon receipt of form C/02 from the Retailer, DCWW will confirm responsibility for either: Water and Sewerage; or Water only If DCWW is not responsible for sewerage at the site DCWW will confirm with the other Wholesaler that the property is a gap site. Within twenty two (22) Business Days of receiving the form identifying a gap site from the Retailer, DCWW will confirm the information regarding the site in DCWW s records and may visit the property to confirm the services at the supply point, and survey / install a meter if required. DCWW may also permanently disconnect any illegal connections at the premises. Within five (5) Business Days of the completion of DCWW s investigation of the gap site, DCWW will either: notify the Market Operator of the requirement for a new Supply Point, including specifying that the Retailer is to be registered; or notify the Retailer that it considers its request is invalid, providing reasons, such as it is not our area in which case DCWW will confirm which Wholesaler to whom the application should be made. 9.5 Missing Service Components identified by DCWW or the Retailer (Process C4 - Form C/02) Upon receipt of form C/02 from a Retailer who considers a service component isn t registered by DCWW or after realising that DCWW s records are incomplete, DCWW will check its records and arrange a site visit with the retailer and/or the non-household customer if permission to do so has been given. On a date and time agreed with the Retailer and/or non-household customer, DCWW will visit the eligible premises and verify the service components at the property and either: Notify the Retailer of DCWW s findings within ten (10) Business Days of the Retailer instigating a request to identify missing service provisions; or Notify the Retailer of DCWW s findings within five (5) Business Days of visiting the site if DCWW initiated the process.

16 Dŵr Cymru Welsh Water 16 Within two (2) Business Days of the completion of DCWW s investigation, DCWW will notify the Market Operator of DCWW s findings in accordance with maintaining Supply Point Identification data. 9.6 Deregistration of a Supply Point (including as a result of an error in Registration or a change of circumstance) or removal of Service Components at the request of DCWW (Process C5) Upon the identification of a supply point which may require the removal of service component(s) or deregistration, DCWW will carry out an investigation which may involve arranging a site visit with the retailer or nonhousehold customer. If a removal of service component(s) or deregistration is required DCWW will notify the Retailer at least twenty (20) Business Days before DCWW advise the Market Operator. Within ten (10) Business Days of receiving a challenge from the Retailer in regards to the removal of service component(s) or deregistration, DCWW will either: Accept the challenge and change DCWW s decision; or Reject the challenge advising the retailer that the removal of service component(s) or deregistration shall go ahead. Within two (2) Business Days of confirming with the Retailer that the removal of service component(s) or deregistration will go ahead, DCWW will notify the Market Operator in accordance with the Market Terms for maintaining Supply Point Identification data, error rectification and retrospective amendments. 9.7 Application in respect of Deregistration of a Supply Point (including as a result of an incorrect or erroneous registration or a change of circumstance) or removal of Service Components at the request of the Retailer (Process C6 - Form C/03) Within twenty (20) Business Days of receiving a form C/03 from a Retailer requesting deregistration of a supply point or removal of service components; DCWW will carry out an investigation, which may involve a planned visit to inspect the supply point(s) and notify the retailer of DCWW s findings and if removal of a service component or deregistration is to proceed. Within two (2) Business Days of notifying the Retailer if removal of service component(s) deregistration or any other update to SPID data is required, DCWW will notify the Market Operator in accordance with the Market Terms for maintaining Supply Point Identification data, error rectification and retrospective amendments. 9.8 Retailer requested amendment to Valuation Office Agency Billing Authority reference or Unique Property Reference Number at a Supply Point (Process C7 - Form C/04) Within twenty (20) Business Days of receiving form C/04 requesting that DCWW amend third-party references held by the Market Operator, DCWW will carry out an investigation, which may involve a planned visit to inspect the supply point(s) and notify the Retailer of DCWW s findings and if an amendment is to proceed. Within five (5) Business Days of the completion of DCWW s investigation, DCWW will notify the Market Operator with the details of the amendment to the Valuation Office Agency Billing Authority or Unique Property Reference Number in accordance with the Market Terms for maintaining Supply Point Identification data 9.9 Error Rectification and Retrospective Amendments Process Description (CSD 0105 Section 3) DCWW will identify and investigate errors in DCWW s asset data when either:

17 Open Water - Operational Code A Retailer wishes to query the accuracy/ inaccuracy of DCWW s records for a data item or; The market operator wishes to query the accuracy/inaccuracy of DCWW s records for a data item or; DCWW may identify an error in data items or; DCWW may need to amend a data item following a dispute. Where there is an applicable data transaction and a data correction is required, DCWW will notify the Market Operator of the data item using the data transactions as appropriate Market Operator Data Correction (CSD 0105 Section 4) If a data correction is required but a data transaction is not applicable, DCWW may use the Market Operator data correction process to correct the data. If there is no applicable data transaction to make a data correction, DCWW will request a Market Operator data correction. Upon notification that the data correction shall be implemented, DCWW will agree (via a contract manager) to pay an additional service charge to the Market Operator Vacancy Change Application (CSD 0105 Section 5) If DCWW wish to query the status of a property marked as vacant, DCWW will approach the Retailer (occupancy owner) of the property to investigate the matter directly. If the Retailer does not agree that the premises is occupied or fails to change the status of the premises from vacant to occupied, DCWW may make a vacancy change application. To do so, DCWW will undertake a site visit and gather evidence regarding the occupancy of the premises. DCWW will submit a vacancy change application; along with evidence, within twenty (20) Business Days of the site visit. DCWW will provide (outside the Market Operator s systems) the evidence to all the relevant trading parties (including the retailer), within two (2) Business Days of receipt of the notification that the vacancy change application remains valid. If DCWW become aware of a change of occupancy status of the site, DCWW will submit a vacancy change application confirmation or cancellation. If applicable, including a flag identifying if a challenge had been raised to the vacancy change application, within twenty two (22) Business Days of the end of the grace period (set out in CSD0105 section 5.1.9) or within eighty two (82) Business Days if there has been a challenge Data Correction Transactions (CSD 0105 Section 6) Once DCWW has either: Determined the correct data to enact a Self-Certified Retrospective Amendment; Reached an agreement with the retailer in regards to an Other Trading Party Retrospective Amendment; or Become unable to reach an agreement with the Retailer in regards to an Other Trading Party Retrospective Amendment. DCWW will submit updated Supply Point Identification Data to the Market Operator within two (2) Business Days Occupancy Back Dating DCWW will back date any gap site or unbilled property up to the final settlement period which is in accordance with the Business Customer Protection Code of Practice.

18 Dŵr Cymru Welsh Water Planned Activities and Affected Services 10.1 Notification of capital works having an effect on Non-Household Customers long term planning (process D1) DCWW will notify Retailers monthly; of any work DCWW intends to conduct on its network, which may interrupt water services. Additionally, DCWW will notify Retailers of any updates to previous notifications in relation to work or interruptions. DCWW will reasonably consider Retailer comments and DCWW may incorporate them into DCWW s final plan for conducting work. DCWW will make any final or updated copies of DCWW s plans available to the Retailer Short-term planned activities (process D2) DCWW will notify and update Retailers at least twenty two (22) Business Days in advance of carrying out any planned work that is reasonably expected to have an effect on water services to an eligible site. Details will be provided of any contingency plan for major interruptions to supply as information changes or further information becomes available. DCWW will reasonably consider and where appropriate, incorporate into the plan Retailer comments that are received within five (5) Business Days from the date of notification. If DCWW s plan is revised, DCWW will re-issue to the Retailer at least ten (10) Business Days in advance of carrying out any planned work. If DCWW are unable to carry out work on the planned date and it is for reasons outside of DCWW s control; DCWW may reschedule with the Retailer; giving at least forty eight (48) hours notice of the proposed start date, unless the Retailer agrees to a shorter time period Reactive Activities (process D3) DCWW will provide Retailers with forty eight (48) hours notice of specific reactive activities that are reasonably likely to affect water services to non-household customers. For any major interruption to supply, DCWW will provide the Retailer with the relevant details of any contingency plan which it has for the work taking longer than planned. When forty eight (48) hours advance notice cannot feasibly or practically be provided, Unplanned Events and Incidents standard may apply. Where any planned activities impact specific non-household customers such as sensitive customers or food and drink manufactures, DCWW will provide additional information to the Retailer in relation to these activities DCWW Planned Activities & Affected Services This section refers to standards DCWW applies in addition to the Market Codes Updates to Planned Work and Affected Services DCWW will not provide continuous updates during planned work unless material changes are made to the original notification. Notifications of planned work will be available on DCWW s website in the In Your Area section. Unplanned Events and Incidents Where DCWW assets are located on nonhousehold customer premises, DCWW reserve the right to gain access to such premises to inspect or maintain its assets. In such an eventuality DCWW will contact the nonhousehold customer directly and will not notify the Retailer. Such access rights should not be unreasonably withheld and if so, DCWW may revert to the powers detailed in Section 75 of the Water Industry Act Service Request Any service requested from the Wholesale Tariff Document must be submitted by a Retailer using a recognised communication method (i.e. bilateral form sent in electronic or manual format). Service requests made by telephone will not be accepted.

19 Open Water - Operational Code A standard request accepted by DCWW will be deemed authorised by the Retailer, granting authority to DCWW to complete any works necessary and recharge any relevant costs to the Retailer. Where the work is non-standard a quotation will be provided prior to the work being completed hour Contact Arrangements DCWW will engage directly with any nonhousehold customer when in relation to an unplanned change and inform the Retailer, within 2 Business Days of any contact it has received directly from its non-household customer. DCWW will re-direct any non-household customer back to the Retailer if it is not in relation to an unplanned change. Where DCWW requires support communications from the Retailer, DCWW will contact the Retailer by following the 24 hour on-call contact arrangements. DCWW will be available 24 hours a day and will provide 24 hour contact details to the Retailer and non-household customer for unplanned events & incidents Identification of Sensitive Customers (process E1) DCWW will respond to any query which the Retailer raises about sensitive customer identification. DCWW may ask the Retailer to follow the process set out in the market terms to add or remove a sensitive customer flag from any eligible premises within its area 10.8 Maintenance and implementation of DCWW Public and Non-Public Health Related Site Specific Arrangements for managing events and incidents potentially affecting public health (process E2) DCWW will notify the market operator within two (2) Business Days of becoming aware of the need for an update on an existing eligible premises covered by a Public Health related Site Specific Arrangement or in relation to a supply point. DCWW will consult with the Retailer when preparing or revising a Public Health Related Site Specific Arrangement in relation to any of the retailer s non-household customers. DCWW may request a meeting with a nonhousehold customer in relation to a Public Health Related Site Specific Arrangement. DCWW will update public and non-public health related site specific arrangements. DCWW will supply the Retailer with details of the Public Health related Site Specific Arrangement; within two (2) Business Days of receiving notification from the market operator of Retailer registration, in so far as they relate to the Retailer or its non-household customer. DCWW will inform the Retailer which information the Retailer must keep up-to-date. DCWW will inform Retailers if DCWW implements any arrangements which relate to any Retailer s non-household customers. DCWW will continue to keep the Retailer updated as to the progress and management of an event/incident, in relation to the nonhousehold customer s premises and will inform the Retailer when the incident has come to an end. If DCWW identifies any lessons learnt in relation to an event/incident which may be relevant to the Retailer or its non-household customer, DCWW will inform the Retailer Unplanned changes to supply of Water Services and/or Sewerage Services (Process E3) DCWW may exercise its power of investigation or DCWW may request more information from the Retailer when DCWW become aware of unplanned changes. DCWW may also choose to contact a non-household customer directly or reasonably ask the Retailer to do so.